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Woodward, Inc. · 5 hours ago

Customer Support Representative

Fort Collins - Drake Campus

Full-time

Onsite

Entry, Mid Level

Woodward, Inc. is dedicated to creating a great workplace and delivering energy control solutions for a clean future. They are seeking a Customer Support Representative to handle customer inquiries, resolve routine issues, and maintain customer records while collaborating with team members to ensure high-quality service.

Consumer Goods

No H1B

U.S. Citizen Only

Responsibilities

Respond to Customer Inquiries: Handles customer questions and concerns through phone, email, customer portals, or chat, ensuring prompt and accurate assistance

Resolve Routine Issues: Diagnoses, assist in resolving, and escalate routine problems using established procedures and resources

Maintain Customer Records: Documents all customer interactions and transactions with attention to detail

Collaborate with Team Members: Works with fellow support representatives and other departments to provide seamless customer service

Adhere to Service Standards: Follows company policies and standardized procedures to uphold high quality support and compliance

Complex Issue Resolution: Resolves intricate customer inquiries by analyzing data and applying advanced support procedures to ensure effective solutions

Mentorship and Support: Acts as an informal resource, providing guidance and training to less experienced team members to enhance their performance

Process Improvement: Identifies and implements modifications to support processes, improving efficiency and the overall quality of customer service

Cross-Department Collaboration: Proficiently Partners with other departments to integrate support efforts and address multifaceted customer concerns seamlessly

Customer Feedback Analysis: Evaluates customer feedback and interprets data to identify key trends and supports the develop of actionable strategies for service enhancements

Qualification

Customer ServiceTechnical ProficiencyProblem SolvingCommunicationTime ManagementAttention to DetailTeam CollaborationProcedural ComplianceComplex Problem-SolvingCustomer Support Software ProficiencyData AnalysisProcess ImprovementIndependent Time ManagementAdaptability in Dynamic EnvironmentsDecision MakingConflict ResolutionAdvanced CommunicationMentorshipCritical Thinking

Required

Handles customer questions and concerns through phone, email, customer portals, or chat, ensuring prompt and accurate assistance

Diagnoses, assist in resolving, and escalate routine problems using established procedures and resources

Documents all customer interactions and transactions with attention to detail

Works with fellow support representatives and other departments to provide seamless customer service

Follows company policies and standardized procedures to uphold high quality support and compliance

Effectively exchanges clear and concise information with customers and team members

Identifies and resolves common customer issues using established procedures

Efficiently manages individual workload to meet service level agreements

Provides exceptional support to ensure high levels of customer satisfaction

Utilizes customer support software and tools proficiently

Works cohesively within the team and coordinates with other related teams

Makes informed decisions based on standard guidelines with minimal supervision

Maintains accuracy in handling customer information and documentation

Adheres to standardized procedures and practices consistently

Manages and resolves straightforward customer disputes effectively

Resolves intricate customer inquiries by analyzing data and applying advanced support procedures to ensure effective solutions

Acts as an informal resource, providing guidance and training to less experienced team members to enhance their performance

Identifies and implements modifications to support processes, improving efficiency and the overall quality of customer service

Proficiently partners with other departments to integrate support efforts and address multifaceted customer concerns seamlessly

Evaluates customer feedback and interprets data to identify key trends and supports the development of actionable strategies for service enhancements

Effectively conveys detailed and complex information to team members and customers

Identifies and resolves atypical customer issues using experience and established procedures

Demonstrates expertise in utilizing customer support platforms and systems

Analyzes partial or conflicting data to identify key issues and patterns

Works seamlessly with other teams to achieve collective objectives

Modifies and optimizes work practices to enhance efficiency and effectiveness

Acts as an informal resource and mentor for less experienced colleagues

Manages tasks autonomously to ensure timely resolution of customer inquiries

Thrives in fast paced settings and adjusts strategies to meet changing customer needs

Applies a broad perspective to identify novel solutions to customer challenges

Benefits

All members included in annual cash bonus opportunity.

401(k) match (4.5%)

Annual Woodward stock contribution (5%)

Tuition reimbursement and Training/Professional Development opportunities for all members

12 paid holidays, including floating holidays.

Industry leading medical, dental, and vision Insurance upon date of hire

Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave.

Paid parental leave.

Adoption Assistance

Employee Assistance Program, including mental health benefits.

Member Life & AD&D / Long Term Disability / Member Optional Life

Member referral bonus

Spouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible Spending

Voluntary benefits, including:

Home / Auto Insurance discounts

Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave

Company

Woodward, Inc.

Glassdoor3.6

Woodward is the global leader in the design, manufacture, and service of energy conversion and control solutions for the aerospace and industrial equipment markets.

Founded in 1870